Topping Up With EE.

I have been with Orange and now EE for a very long time. I decided to revert to pay as you go last year because of increasing tariffs, which was even tried on my PAYG plan so once again I switched to a new plan to avoid the increasing costs being imposed on us.

I would like to know why EE refuse to source when a voucher was sold with the details provided so they could refund / credit the account?

EE must have a record of all their vouchers sold to top up with – why is it impossible for EE to be fair only to steal our money and turn it into a profit.

I ask because I recently asked for a top up and handed over my top up card, which credits my account almost instantly and was handed me, my receipt.

The next day, I had no credit left and could not use my phone to contact my family. I searched for the recipe it and could not find it. My feelings turned to dread when I realised my husband or kids had binned it – I always keep my receipts for at least several months for my records.

I decided to go back to the store; they explained they could not do anything without the actual receipt. I asked if they could give me a copy of the transaction if I gave them the time, amount, card number and cost. Thankfully, they matched a transaction to my details as given so I had a copy to hand. They still could not do anything, even if they had just given me a copy of my transaction that showed the credit I bought.

It soon transpired from the copy of the sale, that the credit I had bought via my top up card was actually a voucher with a unique code to enter via my mobile, to be credited with. That was not what I had requested? Had I known or it was made clear to me by the cashier, I would have used it straight away.

From the copy of the sale, via the store.

I am seriously considering switching to another network who does not sell credit vouchers to their customers as that is a sure fire way for networks to make a profit amidst such confusion. Moreover, please, do not suggest that refunds are made at the store’s discretion in order to sweep this under the rug. Thank you.